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Ensuring your technology bases are covered

Most dental-specific technology needs fall into three categories. Understanding these categories can help you identify any potential holes in your practice’s needs, so you can address those needs with the correct competencies and skills.

Ensuring your technology bases are covered

“Who’s on first?” is a line from a routine made famous by comedy duo Abbott and Costello. This article’s goal is to help you identify the technology needs of your practice and ensure that those bases are covered.

It has been my experience that most dental-specific technology needs fall into three categories. (Three bases in baseball. Three categories. See what I did there?) Understanding these categories can help you identify any potential holes in your practice’s needs, so you can address those needs with the correct competencies and skills. The next several paragraphs are intended to read a bit like a job description.

General I.T. Support: Your I.T. needs should include the correct configuration, optimization, troubleshooting, and support of the practice’s server(s) and workstations, as well as system hardware additions, replacements, or upgrades that meet the current technical specifications of your chosen practice management software and integrate with your imaging suite. Confirm local backups, off-site backups, and the presence of Antivirus on the server and all workstation at least once per month. Make sure that network configuration documentation is being created and updated as changes to your network are made and that you have a copy of that documentation. Finally, realize that I.T. proficiencies play a huge role in your practice’s business continuity planning, specifically your ability to restore critical business processes and patient information from backups.

Third-Party Applications Support: This technology need includes the installation, optimization, troubleshooting, and support for your chosen practice management software, including upgrades or conversions. The same goes for your imaging hardware and software, as well as other office applications including, but not limited to, accounting software and email solutions.

Cyber Security and HIPAA Compliance: Your practice’s security and compliance needs include the ability to configure and manage an enterprise-level firewall, implement Internet content filtering, perform packet capture analysis, forensics, and event log correlation using an intrusion prevention system, as well as investigate and provide documented forensic evidence for suspected or confirmed virus activity and for all potential breaches of ePHI. It should also provide complete and accurate technical incident reports.

Covering all three bases may require different aptitudes, familiarities, and/or levels of expertise. If you’re having trouble identifying “Who’s on first?” – “What’s on second?” – or why “I Don’t Know is on third,” use this article as a reference to create job descriptions and/or a series of interview questions when looking to have specific technology roles in your practice filled. Understanding the needs of your practice can be the first step in ensuring that your technology bases are covered.

Vampire Viruses

Vampire viruses

“Never invite a vampire into your home, you silly boy. It renders you powerless!”

Kudos if you recognized this line from “The Lost Boys.” You might be asking what a quote from a 1987 vampire movie has to do with cyber-security...

Your practice’s greatest vulnerability is the way your staff uses their computers and the tasks they choose to perform on them. In the I.T. world, tactics aimed at exploiting these human errors are referred to as social engineering, aka phishing, pharming, and spearing. These “vampire” viruses are designed to intrigue, attract, entice, and even scare employees into extending an “invitation” through actions like clicks, visits, and shares. If an invitation is extended, the virus is welcomed into your practice, rendering the vast majority of your network security tools (settings, anti-virus, and firewalls) powerless.

A trained, cyber-cautious staff is your best defense against these vampires. Training should include the creation and review of an Acceptable Software Policy, as well as an Acceptable Use Policy.

Your Acceptable Software Policy is simply a documented list of software that you as the business owner have approved to be on your network. This list should be specific and include any software needed to perform office duties/tasks, practice management software, imaging software, etc. Items that should be excluded from this list include games, file sharing applications, toolbars, and coupon printers and, as such, should be removed from any computer on your network.

You can search the Internet for example Acceptable Use Policies to get you started. Here are a few specific items to include:

Do not check personal email at work (with practice property)

Do not visit social media sites at work (with practice property)

Do not log in to personal online banking accounts at work (with practice property)

Be extremely cautious of links and attachments in emails, sensationalized posts or offers in your social media feeds, and phone calls from “companies” wanting remote access to clean up a virus or speed up your computer.

When in doubt, defer to your chosen I.T. partner. “Sure, let me get a return phone number from you and I’ll pass it along to our I.T. people. They will give you a call and provide the access you need.” More than likely, you’ll hear a short pause followed by a click!

What Kaizen, ketchup, and combat pilots have to do with your practice

Kaizen, Ketchup, and combat pilots

Considered a pillar of long-term Japanese business strategy, the term “Kaizen” is most often associated with continual improvement. Mainstreamed during the post-World War II auto-manufacturing boom, Kaizen more specifically focuses on the idea of getting everyone involved in making those improvements.

How do you define improvement?

On an occasional Sunday morning, I’ve been known to whip the family up a pretty mean “eggy” omelet. Within seconds of cutting into the fluffy yumminess – as sure as the sun rises - one of the kids will get up from the table, head to the refrigerator, and return with the Costco-size container of Heinz Ketchup. In rank and file, every one of those lil’ punks proceeds to bathe my savory masterpiece with a torrential downpour of tomato paste.

Ohhh gross! Improvement? Well... they think so.

CONTINUOUS

As I briefly mentioned before, there are two main components to Kaizen - continuous improvement and getting everyone involved. Let’s focus on the word “continuous” for a moment. In “Flawless Execution”, James Murphy, a former F-15 fighter pilot, takes the process used by U.S. fighter squadrons for decades and applies it to business. The PLAN – BRIEF – EXECUTE – DEBRIEF cycle, or Flawless Execution Model, can easily be applied to help your practice make progress towards your goal of continuously improving the quality of patient care. Perhaps most intriguing is the debrief stage, which ensures that the knowledge and experience gained from a tactical “mission” doesn’t just improve the performance of that one, single pilot – but that the lessons learned get shared, thereby accelerating everyone’s learning while minimizing redundant and costly errors.

IMPROVEMENT

Now, let’s talk about “improvement.” Without standards, improvement is highly subjective. It is hard to define and even harder to achieve. Think about my omelet for a moment - did the Ketchup actually improve it? How do you know? What is the standard? For your practice, HIPAA laws and guidelines provide that standard, driving the wheel of continuous improvement up. How does HIPAA help increase the quality of patient care? Let’s answer that question with the final component:

GETTING EVERYONE INVOLVED

Get everyone involved in creating your practice’s culture of security awareness - protecting patient health information - through continual, progressive, periodic trainings. You’re never done with the Flawless Execution model. You’re never done improving patient care. You’re never done learning and implementing the HIPAA standards. James Murphy states that as fighter pilots, “we are always in pursuit of flawless execution. Pursuit is our way of life.” We, too, should always be in pursuit of flawless execution, for the benefit of your patients and the benefit of your practice.

Thursday, Oct. 25th

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Our Team

Nathan Colt, CISSP, HCISPP

Healthcare Information Practitioner

Nathan Colt is an experienced cyber security professional who works almost exclusively with dentists and dental specialists. He’s actively engaged in helping dentists protect their practices and their patients. In 2009, he co-founded Small Horse Technology, a company that provides tailored, proprietary network security solutions and support specific to the needs of dental practices. Nathan has a working knowledge of strict security standards including HIPAA, PCI DSS, general practices of ISO 27k, and understands how each applies specifically to the dental industry. He is a Certified Information Systems Security Professional (CISSP) and a certified HealthCare Information Security and Privacy Practitioner (HCISPP).

Prior to Small Horse, Nathan served as the Senior Network Administrator for AmeriBen / IEC Group, a local company specializing in human resource consulting and health benefit administration. In that position, Nathan was responsible for maintaining a wide range of Information Technology systems as well as the overall security strategy used to protect AmeriBen / IEC Group’s HIPAA-regulated electronic health data.

Matt Barton

Certified Healthcare Network Support Technician

When it comes to dental-specific networks and technology integration, Matt Barton has an abundance of experience. He is Network+, Server+, Security+, and HIT (Healthcare IT) certified. Matt has been implementing and troubleshooting both physical and virtual environments within HIPAA-regulated businesses since 2011. Prior to Small Horse, Matt was a Helpdesk Technician for AmeriBen / IEC Group, providing support for more than 300 employees and was recognized for his performance and outstanding customer service.

Cody Caldara

Certified Healthcare IT Technician

Cody Caldara is an enthusiastic learner and a bit of a renaissance man. He recently graduated with honors from Boise State University with a degree in Information Technology Management. He is Network+, Server+, and Security+ certified. Prior to joining Small Horse, Cody worked in both sales and as the top technician for Bauerhaus Bikes, considered by many Treasure Valley biking enthusiasts to be THE top service shop in Idaho.

Nick St. John

Business Operations Manager

Nick St.John directs the strategic initiatives and handles the business operations for Small Horse. Prior to Small Horse, he spent seven years as the Director of Marketing for the Idaho Steelheads Hockey Club, CenturyLink Arena, and Boise Burn Arena Football Team. He completed the Executive MBA Program at Boise State University in 2012 and is currently adjunct faculty at BSU, teaching both undergraduate and graduate level marketing courses.

What is a CISSP?

The CISSP – Certified Information Systems Security Professional - is an objective measure of excellence
and the premier cybersecurity certification. It’s the most globally recognized standard of achievement
in the industry. And this cybersecurity certification was the first information security credential to meet
the strict conditions of ISO/IEC Standard 17024. [source: isc2.org]

What is a HCISPP?

The HCISPP – HealthCare Information Security and Privacy Practitioner – is a globally recognized
healthcare security certification demonstrating one’s ability to implement, manage and assess the proper
security and privacy controls to protect healthcare organizations. The HCISPP is unique because it combines
information security skills with privacy best practices and techniques. No other certification addresses
the foundational knowledge in healthcare security and privacy like the HCISPP. [source: is2.org]

What is the CompTIA Security+ certification?

Today’s IT environments demand planning, securing and maintaining a variety of server equipment. CompTIA Server+ certification validates IT professionals can do just that and more. As an industry-recognized credential, CompTIA Server+ helps boost the performance of IT professionals within businesses of all sizes. [source: comptia.org]

What is the CompTIA Server+ certification?

Today’s IT environments demand planning, securing and maintaining a variety of server equipment. CompTIA Server+ certification validates IT professionals can do just that and more. As an industry-recognized credential, CompTIA Server+ helps boost the performance of IT professionals within businesses of all sizes. [source: comptia.org]

What is the CompTIA Network+ certification?

CompTIA Network+ is a vendor neutral networking certification that is trusted around the world. It validates the essential knowledge and skills needed to confidently design, configure, manage and troubleshoot any wired and wireless networks. [source: comptia.org]

What is a CompTIA Healthcare IT Technician certification?

The CompTIA Healthcare IT Technician certification covers the knowledge and skills required to implement, deploy,
and support healthcare IT systems in U.S. clinical settings, specifically: U.S. regulatory requirements,
organizational behavior, IT operations, medical business operations, and security. [source: comptia.org]

“I have been using Small Horse for my networking and threat management needs for several years now. Their team is amazing. They are quick to respond, extremely knowledgeable, and they always have a solution for our problems. I’d recommend the team at Small Horse to anyone!”

Andrew Baird, DDS
Eagle River SmilesDentrix

“We have been very pleased with Small Horse. They are great to work with and provide expert attention to our specific dental needs. I would recommend their services to any office.”

Bryan Lamb, DMD
Lamb Family DentalOpen Dental

“Small Horse is a billion times better than our previous provider... and cheaper!”

Cameron Kuehne, DMD
The Center for Sleep Apnea & TMJMicroMD

“Small Horse has done an amazing job managing all of our computer needs! They are knowledgeable, personable and prompt.”

“Small Horse’s price structure is transparent with no hidden fees. I feel more secure and confident in our computer system and data storage.”

Daniel Malan, DMD
Four Season DentistryEaglesoft

“We heard they were the best and Small Horse keeps on proving it true!”

Daron Lind, DDS
Smile WorksDentrix

“Small Horse explained (and closed) security holes I didn’t even know I had. I would strongly recommend setting aside thirty minutes to hear all the ways their services will benefit your practice.”

David Seegmiller, DMD
Mountain View Pointe DentalOpen Dental

“Small Horse’s transparent business model has given us a great deal of confidence in the value of their services. I have no hesitation in saying that we are getting the best end product at the best value, and would recommend them to any office.”

Duston Connaughton, DDS
Tree City Family DentalEaglesoft

“In the past, I.T. issues always left me with a sick feeling in my stomach. Small Horse changed that: My stress levels dropped and I enjoy my interactions with the guys. They're very good at what they do and I trust them. It's been a solid win for me!”

“We worked with a variety of vendors opening up a new Endodontic office in Boise. Small Horse is on the top of our list of those we recommend to our friends. They are truly part of our dental team.”

Jerry Carbone, DMD
Intermountain Dental SpecialistsEaglesoft

“Our previous IT provider may have been responsive, but their ability to diagnose and fix our problems was always questionable and expensive. My concerns were eliminated when we switched to Small Horse. They are personable, responsive and extremely knowledgeable.”

Keith Stucki, DMD MS
Edgewater DentalEaglesoft

“Small Horse’s experience with dental software sets them apart from other companies. They have saved us countless hours of troubleshooting, hold times, and headaches. Their staff is personable, quick to respond, and has demonstrated a dedication to meeting our various needs.”

“I would highly recommend Small Horse. I am very grateful for their service and professionalism. They are extremely reliable, competent and quick to address our issues. They have been the perfect answer for all my IT and security issues.”

Scott Grant, DMD
Scott W. GrantEaglesoft

“Outstanding service, great attitudes, and no matter what the task… they always put smiles on our faces! It is a pleasure doing business with Small Horse.”

“For many years, now, the Small Horse team has gone above and beyond for me. Our practice has experienced tremendous growth over the past two years. At every turn, Small Horse was there for me, keeping our office running smoothly. Thank you so much, Small Horse!”

Tyson Gray, DMD
Parkway DentalDentrix

“I have been using Small Horse for my networking and threat management needs for several years now. Their team is amazing. They are quick to respond, extremely knowledgeable, and they always have a solution for our problems. I’d recommend the team at Small Horse to anyone!”

Andrew Baird, DDS
Eagle River SmilesDentrix

“We have been very pleased with Small Horse. They are great to work with and provide expert attention to our specific dental needs. I would recommend their services to any office.”

Bryan Lamb, DMD
Lamb Family DentalOpen Dental

“Small Horse is a billion times better than our previous provider... and cheaper!”

Cameron Kuehne, DMD
The Center for Sleep Apnea & TMJMicroMD

“Small Horse has done an amazing job managing all of our computer needs! They are knowledgeable, personable and prompt.”

“Small Horse’s price structure is transparent with no hidden fees. I feel more secure and confident in our computer system and data storage.”

Daniel Malan, DMD
Four Season DentistryEaglesoft

“We heard they were the best and Small Horse keeps on proving it true!”

Daron Lind, DDS
Smile WorksDentrix

“Small Horse explained (and closed) security holes I didn’t even know I had. I would strongly recommend setting aside thirty minutes to hear all the ways their services will benefit your practice.”

David Seegmiller, DMD
Mountain View Pointe DentalOpen Dental

“Small Horse’s transparent business model has given us a great deal of confidence in the value of their services. I have no hesitation in saying that we are getting the best end product at the best value, and would recommend them to any office.”

Duston Connaughton, DDS
Tree City Family DentalEaglesoft

“In the past, I.T. issues always left me with a sick feeling in my stomach. Small Horse changed that: My stress levels dropped and I enjoy my interactions with the guys. They're very good at what they do and I trust them. It's been a solid win for me!”

“We worked with a variety of vendors opening up a new Endodontic office in Boise. Small Horse is on the top of our list of those we recommend to our friends. They are truly part of our dental team.”

Jerry Carbone, DMD
Intermountain Dental SpecialistsEaglesoft

“Our previous IT provider may have been responsive, but their ability to diagnose and fix our problems was always questionable and expensive. My concerns were eliminated when we switched to Small Horse. They are personable, responsive and extremely knowledgeable.”

Keith Stucki, DMD MS
Edgewater DentalEaglesoft

“Small Horse’s experience with dental software sets them apart from other companies. They have saved us countless hours of troubleshooting, hold times, and headaches. Their staff is personable, quick to respond, and has demonstrated a dedication to meeting our various needs.”

“I would highly recommend Small Horse. I am very grateful for their service and professionalism. They are extremely reliable, competent and quick to address our issues. They have been the perfect answer for all my IT and security issues.”

Scott Grant, DMD
Scott W. GrantEaglesoft

“Outstanding service, great attitudes, and no matter what the task… they always put smiles on our faces! It is a pleasure doing business with Small Horse.”

“For many years, now, the Small Horse team has gone above and beyond for me. Our practice has experienced tremendous growth over the past two years. At every turn, Small Horse was there for me, keeping our office running smoothly. Thank you so much, Small Horse!”

Call us at (208) 250-1432 to schedule a quick
30-minute meeting to discuss how Small Horse can: Increase network performance and stability
Assist with dental technology planning and integration
Defend your practice from cyber-threats using proprietary security solutions

I.T. support for dentists, network support for dentists, computer support for dentists, network security for dentists, help with Dentrix, help with Eaglesoft, help with PracticeWorks, help with Open Dental, help with DigiDoc, help with Digi-Doc, help with Schick, help with Sirona, help with Sidexis, help with Dexis, help with CliniView, help with OpTime, help with ScanX, HIPAA, HITECH, PCI, healthcare, Boise, Meridian, Eagle, Kuna, Idaho.